Information:

Before you do anything, make sure you have a note of the date you cancelled the payment, and any payments that have left your account since that date.

If you cancelled with the company

Contact them again and let them know the date you cancelled the payment, and any payments that have left your account since that date.

Ask them to:

  • refund any payments taken after this
  • stop any further payments
  • provide written confirmation that they’re cancelling the payment and refunding your money.

If you’re not having any luck cancelling directly, please contact us – we’ll be able to help you.


If you asked us to cancel it

Sometimes a payment may have been taken if it was already being processed.

If a payment leaves your account after you’ve asked us to cancel it, please get in touch with us.


How to contact us if you need help

When you contact us, please tell us:

  • the company name or payment you’re trying to stop
  • the date you cancelled the payment
  • whether you cancelled it with the company or through us
  • which payments have been taken since.

Recurring debit card payments

FlexAccount, FlexOne, FlexStudent, FlexGraduate, FlexBasic

Monday to Saturday, 8am to 6pm.

FlexPlus

Monday to Saturday, 8am to 6pm.

FlexDirect

Monday to Saturday, 8am to 6pm.

Credit cards

Our UK-based team can help.

Monday to Saturday, 8am to 8pm.
Sunday, 9am to 5pm.

Send a secure message through the Internet Bank

In the Internet Bank

  1. Log into the Internet Bank.
  2. Select My messages.
  3. Select Compose new message.
  4. Follow the instructions.

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